Overview
General Manager – Operations BPO AIRLINE Jobs in Cape Town, South Africa at WNS Global Services
Job Description
PROFILE
Excellent communication and comprehension skills
Good business writing skills
Exposure and experience in working with the Airline Market
KEY SKILLS Excellent comprehension skills
Ability to work with speed & accuracy under pressure
Effective decision-making skills
Prioritizing & organizing
Email writing skills
Good written communication skills
Ability to sustain pressure and think strategically to grow the account
Job Description
Operational Management:
• Oversee daily operations and ensure that all processes and services are delivered efficiently and meet client requirements.
• Monitor performance metrics and implement strategies to improve productivity, quality, and client satisfaction
.
• Ensure adherence to established policies, procedures, and service level agreements (SLAs).2.
Team Leadership and Development:
• Lead, mentor, and develop Operations leaders and staff, fostering a positive and collaborative work environment.
• Conduct regular performance reviews for Senior leadership, provide feedback, and create development plans for team members.
Client Relationship Management:
• Serve as the primary point of contact for clients, addressing any issues or concerns promptly and professionally.
• Build and maintain strong client relationships to ensure long-term satisfaction and retention
.
• Regularly communicate with clients to provide updates on performance and discuss potential improvements.
Strategic Planning and Execution:
• Develop and implement operational strategies to achieve business goals and drive continuous improvement.
• Collaborate with executive management to set objectives and develop plans to achieve them.
• Identify opportunities for process optimization and cost savings.
Compliance and
Risk Management:
• Ensure compliance with all regulatory requirements and internal policies.
• Identify and mitigate operational risks to protect the company and clients.
• Conduct regular audits and implement corrective actions as needed.
Reporting and Analytics:
• Prepare and present regular reports on operational performance, client satisfaction, and financial status
.
• Utilize data and analytics to identify trends, make informed decisions, and drive improvements.
• Travel domain knowledge required
• Good with MS office
• Client management
• Delivery of Service levels
Qualifications
Grade 12
Proven experience in a managerial role at a Senior executive Level/Head of role at least 5 years
Strong leadership, communication and interpersonal skills.
Excellent problem solving and decision-making abilities.
Attention to detail.
Ability work work with stakeholders at a senior level
Qualifications
Graduate
US 24/7 operation shifts
Experience working on an Airline campaign and managing multiple campaigns not negotiable
Experience working on GDS system
Additional Information
Night Shift
Title: General Manager – Operations BPO AIRLINE
Company: WNS Global Services
Location: Cape Town, South Africa
Category: Management (Client Relationship Manager, Operations Manager, Business Development)
